Challenging the way things have always been done in insurance

Addressing the talent gap is about more than who you hire, says CRC Executive Vice President Emma Garner.

“We cannot expect different results if we continue to do the same thing over and over again,” CRC Executive Vice President Emma Garner says of insurance-industry recruitment efforts and workplace cultural initiatives. (Photo: Tomertu/Adobe Stock)

At 19 years old, Emma Garner joined the insurance industry when she was hired as the first female broker by London-based brokerage Cooper Gay, where she placed U.S. catastrophe property reinsurance and wholesale business into the London market.

Emma Garner is executive vice president of CRC, where she focuses primarily on difficult-to-place property risks. (Provided photo)

In 1996, she moved to Cooper Gay’s New York office on a 2-year assignment that became permanent when the firm opened a wholesale operation there.

Today, Garner is executive vice president of CRC, where she focuses primarily on difficult-to-place property risks. She is a passionate leader dedicated to mentoring others and shaping a corporate culture that fosters lasting relationships with employees, partners and clients.

A mother of three, Garner spends her time outside the office taking her kids to soccer or gymnastics practice, enjoying a spin class, spending time with friends or conquering the flying trapeze. PropertyCasualty360 recently caught up to Garner to hear more about her unique take on insurance-industry careers and recruiting.

PC360: What is the importance of diversity and inclusion efforts in the industry/?

Garner: Two years ago, Carlton Maner (CEO, Wholesale Division, AXIS Insurance) best described this concept to me. He said, “Diversity is being invited to the party, but inclusion is being asked to dance.” I noticed myself sitting with this idea and reflecting on how often we talk about the problem, the data and the bottom line without creating opportunities to challenge ‘the way things have always been.’ The familiar sentiment rings true: We cannot expect different results if we continue to do the same thing over and over again. The goal is to improve our vision and see the gaps in our teams, offices, and larger companies to open the opportunity for new points of view, new voices and new perspectives to emerge.

PC360: With more employees working remotely, how can companies still promote a feeling of camaraderie or being part of a team?

Garner: It is time to let go of what work is supposed to look like and make space for a middle ground where empathy meets accountability. The best employee is no longer the one who stays the latest at the office, but the person who holds integrity and puts their words into action. Separated from the daily office chats and laughter that keep us feeling connected, my own style of leadership was tested during the pandemic. Relationships remained my first priority, but it was time to put my own words into practice. I have learned that our team only functions when I can see everyone clearly as individuals, doing my best to accommodate their needs while still setting a standard for quality.

PC360: What skill sets should the next generation of insurance professionals be developing?

Garner: People don’t care what you know if they don’t know that you care. There are so many factors outside of our control, especially working in an industry built on risk. However, the care that we give to our professional connections is completely up to us – and needs to be a priority to navigate market fluctuations. Take the time to reflect on how you show up for other people, including your team, as agents and carriers will notice the person who goes out of their way – and I promise you, a little effort goes a long way to make someone feel valued.

PC360: What was the most valuable piece of advice anyone has ever given you?

Garner: “Judge people based on how they treat you when they don’t need anything from you.” After 20+ years working in property and more experience in my personal life, I’ve learned to rely on my intuition over a person’s words when judging character. I’ve noticed how often promises are made, favors asked, and words exchanged without follow-through or much thought. This is why character can be easily described, yet difficult to prioritize. It is not a transaction, but a quality you bring with you into every relationship, even when it’s not convenient.

PC360: Who have some of your mentors been throughout your career?

Garner: I was fortunate enough to find my first mentor in my father. He taught me how to work hard, to not take anything for granted, to care for people, and to love unconditionally – without judgment. I have had many mentors along my career – different ones at different times and I learnt so much from all of them. To me, mentors come in all different shapes and sizes. Yes, I’ve had mentors that are CEOs and industry leaders, but I have learned as much or more from peers, colleagues and people that work for me.

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